Technology Lead - Centre Engagement & Sales Enablement

About IWG 

We’re changing the world of work. Our mission is to help millions of people have a great day at work—every day. With a global footprint of flexible workspaces and a digitally enabled customer experience, we empower businesses and individuals to work where, when, and how they want. 

 

We’re early adopters of AI, IoT, and cloud technologies, striving to create seamless digital and physical experiences. If you’re passionate about transforming service delivery and operations through technology, you’ll find a unique opportunity at IWG. 

 

https://www.iwgplc.com/ 

 

The role 

IWG is hiring a Technology Lead for front office technology to own the vision, strategy, and delivery of technology that underpins the Sales and Marketing business areas. This hybrid role spans both Customer Engagement (e.g., contact centre, CRM, agentic AI, marketing automation, customer data platform) and Sales Enablement (e.g., sales applications and tools, partner & broker apps and tools, automation). 

You’ll participate, advise, and be accountable for solution design, implementation planning, and ongoing service improvement, ensuring our customer facing and sales-agent facing processes run efficiently and are at par with industry standards. Working at the intersection of strategy, design, and delivery, you will help shape the future of the IWG experience at scale. 

 

What you’ll need to succeed 

• Visionary thinking paired with practical delivery mindset 

• Ability to influence senior stakeholders and cross-functional matrix teams 

• Experience in high-scale, multi-site operations or service delivery 

• Balance of strong technical architecture knowledge and business understanding 

 

Responsibilities: 

Strategic Leadership 

• Define and continuously refine the technology strategy for front office technology across Customer Engagement and Sales Enablement 

• Align technology initiatives with broader business goals  

• Guide investment decisions and technology selection through business cases and ROI analysis 

Solution Delivery & Innovation 

• Advise on the design, development, and continuous improvement of scalable solutions that improve key sales metrics 

• Work with data architecture to define the data standards and improving reporting for sales, particularly the contact center operations 

• Drive automation of sales and marketing tasks  

• Oversee the technical alignment of strategic programs, like agentic-AI based contact centers 

• Evaluate and pilot new technologies to improve the sales and marketing staff productivity 

Stakeholder Collaboration 

• Partner with platform managers, business analysts, Line of Business managers and vendors to define requirements and prioritize delivery 

• Collaborate with Enterprise and Solution architects to shape technology that supports daily needs while keeping future needs in scope 

• Work with data analysts and architects to draw insights from raw data and help enable the business to define efficient ways of utilizing data 

Governance & Standards 

• Ensure adherence to architectural, information security, and regulatory standards 

• Monitor solution performance, technical debt, and service incidents to drive continuous improvement 

 

Qualifications/ Skills / Experience: 

• Bachelor's degree in engineering, Computer Science or related; Master’s/MBA preferred 

• Excellent English communication and executive level presentation skills.  

• Proven experience in leading cross-functional delivery of complex technical solutions 

• Strong track record in areas such as digital workplaces, marketing automation, sales systems design, contact centre 

• Vendor evaluation, systems integration, and global technology rollout 

• Excellent communication skills with the ability to engage technical and non-technical audiences 

• Good understanding of strategic and new and emerging technology trends, and the practical application of existing, new and emerging technologies 

• Can be hands on with data analysis and is not afraid of jumping in to create ad-hoc reports or insightful dashboards necessary for storytelling 

• Experience developing technology architecture blueprints, strategies and roadmaps 

• Experience delivering presentations to senior-level executives and technical audiences 

• Exposure and working level knowledge of working with and interfacing to global delivery teams  

• A solid understanding of business processes